Complaints Procedure for Carpet Cleaning Putney

This Complaints Procedure explains how Carpet Cleaning Putney manages, investigates and resolves complaints about our carpet, upholstery and related cleaning services. Our aim is to provide a clear, fair and accessible process so that any concerns are handled professionally and within reasonable timeframes.

Our Commitment to Customers

We are committed to delivering high standards of cleaning and customer care across our service area. If you feel we have not met your expectations, we want to know so that we can put things right where possible and improve our services. Every complaint is taken seriously and is treated with respect, confidentiality and without discrimination.

We aim to:

Respond to complaints promptly and courteously.

Investigate concerns thoroughly and impartially.

Provide clear explanations and, where appropriate, practical solutions.

Use feedback to prevent similar issues in the future.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, staff conduct, quality of work, communication, pricing clarity, or any aspect of the customer experience where you believe we have not met our stated standards or your reasonable expectations.

Examples include:

Concerns about the quality or results of cleaning work.

Issues arising from punctuality, behaviour, or professionalism of cleaners.

Disagreement about charges, quotes or invoicing accuracy.

Problems with booking management, communication or aftercare.

Who Can Make a Complaint

This procedure can be used by any individual or organisation that has used Carpet Cleaning Putney or has directly dealt with us regarding cleaning services at a property. Complaints can be made by the customer or by an authorised representative acting on their behalf, provided they have the customer’s permission to do so.

How to Make a Complaint

You can make a complaint in writing or verbally. To help us understand and resolve your concerns as quickly as possible, please provide the following information where you can:

Your full name and preferred method of contact.

The address where the cleaning service took place.

The date of the service and, if known, the booking reference.

A clear description of the issue, including what went wrong and when.

Any relevant photographs or supporting details about the problem.

If you are raising the matter verbally, our staff will make a written record of your complaint to ensure it is logged correctly and investigated consistently.

Time Limits for Submitting a Complaint

We encourage customers to raise any concerns as soon as possible and no later than 14 days from the date of the cleaning service or from when you first became aware of the issue. Prompt reporting helps us investigate effectively, especially when it relates to visible results of cleaning work.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable period of time. Our acknowledgement will confirm that your complaint has been logged and will outline the next steps in the investigation process, along with estimated timescales for a response.

Investigation Process

Your complaint will be reviewed by a supervisor or manager who was not directly involved in the original work, where possible, to maintain objectivity. The investigation may include:

Reviewing your booking details, work notes and any photographs.

Speaking with the cleaning team or staff involved in the service.

Requesting further information or clarification from you, if needed.

In some situations, we may arrange a revisit to inspect the work and assess the issue in person. Where appropriate, we may ask you to provide access to the property so that any concerns can be properly reviewed.

Timescales for Responding

We aim to provide a detailed response to your complaint within 10 working days of acknowledging it. If the matter is complex or requires additional investigation time, we will inform you of the delay, explain the reasons and give you a revised timeframe for our response.

Outcome and Resolution

After investigating, we will provide you with a clear and reasoned outcome. Depending on the nature of the complaint and our findings, possible resolutions may include:

A full or partial re-clean of the affected areas, where appropriate.

A goodwill gesture or partial refund, where justified.

An explanation and, where applicable, an apology.

Information about changes we will make to improve our service.

We will always aim to reach a resolution that is fair and proportionate to the issue raised and the evidence available.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint or the way it has been handled, you may ask for your complaint to be reviewed by a senior member of our team. They will reassess the information, the investigation steps taken and the decision reached, and will provide a final response.

At this stage, you may be asked to set out clearly why you disagree with the initial decision and what further outcome you are seeking. This helps ensure your concerns are fully understood and taken into account in the review.

Fair Treatment and Confidentiality

No customer will be treated less favourably for making a complaint. We will handle all complaints in line with applicable data protection principles, keeping your personal information secure and sharing it only when necessary to investigate or respond to your concerns.

Information about your complaint will be stored securely and kept only for as long as needed to manage the complaint, comply with legal obligations or improve our internal processes.

Using Complaints to Improve Our Services

Carpet Cleaning Putney views complaints as an opportunity to learn and enhance our services, systems and staff training. We regularly review complaint patterns to identify where changes to our procedures, communication or quality controls may be needed, so that we can continually improve the customer experience across our service area.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and aligned with our operational practices. Any updates will apply to future complaints and will be reflected in the latest version of this document.

If you have any questions about this Complaints Procedure or how it applies to your situation, you may contact us using your preferred method so we can provide further guidance.